AWS Architecture Blog

Category: Amazon Connect

AI-powered Passenger Callback System for Airlines

NLX is Helping Travelers Amid Disruption with AI-Powered Automation

Travel impacts brought by the global pandemic left several airlines experiencing frequent flight disruptions, which increased flight scheduling change notifications being made to affected travelers. Every month, tens of thousands of passengers and related flight crew have to be contacted to ensure that airlines maintain streamlined travel operations. International airlines must call and notify customers […]

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Field Notes: Improving Call Center Experiences with Iterative Bot Training Using Amazon Connect and Amazon Lex

This post was co-written by Abdullah Sahin, senior technology architect at Accenture, and Muhammad Qasim, software engineer at Accenture.  Organizations deploying call-center chat bots are interested in evolving their solutions continuously, in response to changing customer demands. When developing a smart chat bot, some requests can be predicted (for example following a new product launch […]

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Intuit: Serving Millions of Global Customers with Amazon Connect

As a 35-year-old company with an international customer base, Intuit is widely known as the maker of Quick Books and Turbo Tax, among other software products. Its 50 million customers can access its global contact centers not just for password resets and feature explanations, but for detailed tax interpretation and advice. As you can imagine, […]

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